Manager, CRM
Job Details
Square Enix America - El Segundo, CA
Full Time
4 Year Degree

Job Summary

Reporting to our Director, CRM and Customer Loyalty, the Manager, CRM will be responsible for helping to develop and implement multi-channel CRM strategies for the regions in our North American market. The ideal candidate will be a creative and analytical hybrid who understands the customer data environment and can minimize churn through segmentation, engagement and campaign optimization while constantly looking for new growth opportunities.



  • Daily project management of campaign development and deployment.
  • Work to develop and implement an onboarding process for new customers.
  • Partner with brand and product marketing teams to manage a calendar of incoming campaign requests while taking the grander customer journey into consideration.
  • Leverage customer data and historical engagement patterns to identify key segments.
  • Implement segmentation, personalization and dynamic content into our Marketing Automation platform.
  • Conduct regular A/B and multivariate testing (data and creative) to optimize campaign performance and develop a shared knowledgebase of learnings.
  • Analyze campaign performance and provide actionable feedback to improve the health of the CRM program.
  • Evaluate vendors and tools that drive a positive ROI.
  • Create weekly status reports for the Director, CRM and Customer Loyalty.
  • And other duties as required.

Knowledge and Experience

  • 5-7 years in a CRM or Email Marketing Manager role.
  • Bachelors degree in marketing, media or communications, related field or equivalent work experience.
  • General knowledge of CRM best practices.
  • Knowledge of ESP and Marketing Automation platform management (Adobe Campaign, Salesforce, etc.)
  • Experience with welcome strategies, segmentation and customer journey mapping.
  • Familiarity with Database Marketing laws (GDPR, CAN-SPAM, CASL, etc.)
  • Strong attention to detail with regards to campaign development and handling PII.
  • Ability to communicate with various, diverse, brand and product marketing teams while advocating for the central CRM strategy.
  • Proficiency in Microsoft Excel and PowerPoint.
  • Proficiency in HTML, CSS and Adobe Creative Suite (Photoshop, Dreamweaver, Illustrator and InDesign) and SQL a plus.
  • Familiarity with the Square Enix brand and its target audiences.

Competencies, Skills and Attributes

  • Possess exceptional problem solving and analytics skills.
  • Excellence in communication and cross-functional team management skills.
  • Demonstrated ability to research new technologies that drive fan engagement.
  • Self-starter, very detail oriented with the ability to multi-task, meet deadlines, quickly process information, and maintain confidential information.
  • Ability to lead teams in high pressure situations.
  • Strong teamwork and communication skills.
  • Outstanding organizational, written, and verbal communication skills are required.